Genesys, a global cloud vendor for AI-powered experience orchestration, and business communications firm Mitel are teaming to streamline CX innovation for large enterprises, worldwide.
The companies are announcing a new global, strategic relationship to help organizations drive business outcomes, at scale, through loyalty-building customer and employee experiences.
The go-to-market relationship is designed to offer large enterprises benefits related to advanced, AI experience orchestration capabilities of Genesys, and Mitel’s deep system integration and services expertise, to reduce complexity and transform customer engagement.
“Our partnership with Genesys expands Mitel’s ability to serve large and very large enterprises, offering a full range of CX solutions tailored to their preferred deployment models, including CCaaS,” said Sebastian Tietz, Mitel’s head of business development. “With Genesys Cloud, we can now support large enterprise customers pursuing a cloud-first CX strategy through a comprehensive platform embedded with native AI and providing extensive global reach and scale for organizations worldwide. The advanced platform and customer-centric approach from Genesys combined with Mitel’s broad portfolio and transformative professional services helps accelerate value for customers of all geographies and sectors, including highly regulated industries.”
In the current regulatory environment, enterprises must comply with a growing list of geographic and industry standards, such as the EU AI ACT, GDPR, DORA and HIPAA. This is especially important for verticals with stringent regulations like financial services, healthcare and the public sector. Genesys and Mitel are positioned to help large enterprises, institutions and governments meet those demands.
“Through our collaboration with Mitel as a Global System Integrator, organizations will be able to maneuver through the complexities of evolving regulatory standards and ever-changing customer expectations,” said Genesys chief sales officer, Larry Shurtz. “With comprehensive platform capabilities, support and service from Mitel, organizations around the world can more seamlessly orchestrate end-to-end experiences for customers and employees.”
With the industry-leading cloud contact center capabilities of the Genesys Cloud platform, Genesys delivers AI and digital solutions that allow organizations to orchestrate personalized, end-to-end customer experiences. Genesys Cloud provides organizations with voice, digital engagement, journey management and workforce engagement management capabilities, within a secure, scalable platform built to help global enterprises improve customer experiences, employee efficiency and business ROI. For existing Mitel UC customers, the Genesys solutions effectively integrate with a customer’s current platform investments, extending contact center capabilities at scale.
Mitel’s expert services provide an objective, 360-degree assessment to identify key requirements based on target customer business outcomes and develop tailored solution strategies embedded into customer workflows. Leveraging a proven transformation methodology, Mitel helps large enterprises minimize deployment risks while executing complex custom integrations to maximize platform performance. Through its managed services practice, Mitel ensures ongoing compliance, service assurance and continuous optimization, fostering strong partnerships with customers and Genesys to maintain high satisfaction levels.
Mitel will market the Genesys Cloud platform to direct large enterprises as part of its managed services offering, with initial availability in the U.S., Germany, the U.K., France, Italy and Latin America. Looking ahead, Genesys and Mitel plan to expand on their go-to-market relationship through closer integrations that allow organizations to leverage their existing business communications investment and accelerate their digital transformation.
